Senior Subject Matter Expert -Microsoft Escalation Team (SCCM)
Convergys India pvt. ltd.
Total years of experience :8 years, 6 Months
Providing consultation services on planning and implementing Microsoft Configuration Manager 2007 and 2012 site hierarchies.
Providing information to clients on various Microsoft Configuration Manager features
Providing information on various hardware and software requirements and external dependencies with regards to Microsoft Configuration Manager
Troubleshooting escalated cases of clients from North America, Middle East and India
Reviewing and providing action plans to Tier 1 engineers on troubleshooting cases
Arranging training session and conducting triages for team members
Providing assistance and floor support to present and newly hired team members
My role consisted of troubleshooting and resolving technical issues and educating the customers. Apart from that I was occasionally involved in providing training on product knowledge and clarifying various process and product related doubts of the Fresh inductions in the team.
Responsibility consisted of Team management, maintaining quality level, Training executives on basic CRM skills and product knowledge, focusing on the needs and problems of the customers and reporting it back to the client thereby acting as a link between the client and the outsourced entity.
Responsibility included handling various inbound, outbound and prospect calls of the customers, providing solution to the queries of customers, raising, forwarding and closing Service Requests of the consumers etc.
One year foundation level computer course taught by Department of Information Technology, Govt. of India
